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Can error management culture increase work engagement in hotels? The moderating role of gender

Author

Listed:
  • Priyanko Guchait

    (University of Houston)

  • Xinyuan Zhao

    (Sun Yat-Sen University)

  • Juan Madera

    (University of Houston)

  • Nan Hua

    (University of Central Florida)

  • Fevzi Okumus

    (University of Central Florida)

Abstract

This study examines (1) the influence of error management culture on employees’ work engagement; (2) how gender affects the proposed relationship; and (3) the mediating effect of work engagement between error management culture and organizational citizenship behaviors. Data were collected from frontline hotel employees in China (Study 1) and hotel managers in the United States (Study 2). The results support the overall moderated mediation model. Results indicated that organizational error management culture has a stronger effect on work engagement for the male group and that increased work engagement resulted in increased organizational citizenship behaviors.

Suggested Citation

  • Priyanko Guchait & Xinyuan Zhao & Juan Madera & Nan Hua & Fevzi Okumus, 2018. "Can error management culture increase work engagement in hotels? The moderating role of gender," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 757-778, December.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:4:d:10.1007_s11628-018-0374-9
    DOI: 10.1007/s11628-018-0374-9
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    References listed on IDEAS

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    1. Osman M. Karatepe, 2006. "The effects of selected antecedents on the service recovery performance of frontline employees," The Service Industries Journal, Taylor & Francis Journals, vol. 26(1), pages 39-57, January.
    2. Aizzat Nasurdin & Noor Ahmad & Cheng Tan, 2015. "Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 343-360, June.
    3. Wilmar Schaufeli & Marisa Salanova & Vicente González-romá & Arnold Bakker, 2002. "The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach," Journal of Happiness Studies, Springer, vol. 3(1), pages 71-92, March.
    4. Yoon, Mahn Hee & Suh, Jaebeom, 2003. "Organizational citizenship behaviors and service quality as external effectiveness of contact employees," Journal of Business Research, Elsevier, vol. 56(8), pages 597-611, August.
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    Cited by:

    1. Farah Ameer, Naveed R. Khan, 2019. "National Culture, Employee's Engagement and Employee's CSR Perceptions in Technology Based Firms of Pakistan," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 6(2), pages 54-74, October.
    2. Hanan S. AlEssa & Christopher M. Durugbo, 2022. "Understanding innovative work behaviour of women in service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 16(4), pages 825-862, December.

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